Verint Automated Quality Management Reviews

I like that all the features including the forms to evaluate recorded interactions for call center agents can be reached from a single screen. This tool has been really nice as it also allows to perform real time monitoring on an agent taking a call (Which can be set for video as well). This is great as sometimes you may need to give support not only on call management and procedures, but also on system navigation.

For the time I have used it I have honestly liked this to the point I have no complains. In the company I work in we have used other call audit tools for other clients we had, but with our current client we use this (We have not technically moved from one to the other), but I find Verint much visually appealing than other systems I have used.

The ease of use and the organization of the scheduling.

The slow loading and no way to change my breaks, less features. Plus it looked outdated

I struggle to find anything I like about Verint's AQM product, especially after using other off the shelf solutions.

Everything is overly complicated. Something that would take me 5 minutes in another software will take me an hour in Verint's system. There's also an idea portal where enhancement requests can be submitted, then voted upon by other participants. Every idea I've submitted that's been voted so highly that it's above Verint's "vote threshold" and should be implemented just gets categorized as "unlikely to implement" even though it's clear the general user population wants the same abilities I do.

As a customer specialist, I mainly use the software to track my schedule and adherence as well as view call evaluations. Its' best feature is schedule tracking. Not only am I able to view my personal schedule, but I can also view other representatives' schedules, making meetings easier to arrange. The software also offers different schedule views - an overview as well as a detailed view, which lists locations and color codes for easier tracking. Five minutes before a scheduled break or activity, the system will send an email notification, which makes following my schedule all the easier.

Although the call evaluation interface is clear and readable, navigating the screen can be a little cumbersome. Every time I go to view my evaluations, it asks me to open a new window and re-login. Scrolling through the comments can also be finnicky and sometimes the scrolling will freeze altogether. Other functions, such as scheduling and adherence are located in different places. For a scheduling program, it looks a little dated and isn't the most user-friendly program.

It is a very useful software to listen to call recordings and mark them. I like the functionality of being able to see the voice rhythms so you know where the caller has paused or put the other person on hold. I also like that you can capture the screen recordings sometimes. Another good functionality is able to extract various marking questionnaires and mark the calls as needed.

The software crashes quite easily and is slow to load. It gets quite frustrating.

Reliability and core services up-time. We seem to have a pretty stable installation of Verint version 11. We have issues with supplementary services constantly restarting, but everything seems to stabilize on its own.

Administration and user interfaces are clunky and not very intuitive.

I like that I can access all the information I need to and that it makes call tracking and performance evaluation so much easier.

It's not user friendly in the sense that's not intuitive. You can't just log into the program for the first time and intuitively understand the terminology or how it works. It requires specific training before understanding the system. However, once trained, it's a fairly easy system to use.

It makes it easy to see your daily/ weekly schedules down to the hour. You can also view your team as well so you can plan your time accordingly if needed to make any switches.

It logs you out every 30 minutes if you're inactive, and sometimes navigating between different schedules and sections can be a little confusing.

Impact 360 is fantastic once you're comfortable with it and understand how it makes suggestions and recommendations. There is a lot of customization available too.

The predictions from the software were not always logical or accurate. If a business is open then the recommendation should not be zero employees working.

This software performs very well in a large scale enterprise environment. Very granular permissions ability.

The administrator interface is a little clunky and not extremely intuitive. We're using version 11 and hope to upgrade to version 15 soon.

I love being able to change all the filters to see different shift coverage and the graph layout makes it easy to read and spot gaps in coverage.

Not compatable with google chrome or Firefox which means running on internet explorer is slow and inconsistent. I would love to be able to see the way it would really run on a better browser!!!

I love the fact that my recorded calls are immediately available (unlike some smart phone apps, where the call is available after a few minutes) and I can scrub through the phone call easily.

I wish I could make notes on the call at specific points during the call, like on SoundCloud or many of the other audio apps out there.

I love this program! Schedules are a breeze to make and it is easy to copy from week to week.

My predictions were not always the beat and could not always account for variable peaks.

Easy to use and the whispering part was very good, Realtime monitoring screens are pretty amazing when it goes to monitoring the call system actions

It was taking too long with action being taken, but that was once started using and took around a month. other than that, it's pretty good!